Sr Specialist CX Strategy

Job Description:

Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat’s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.

We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.

Here at talabat, we are building a high performance culture through engaged workforce and growing talent density. Were all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi great place to work award winner.

Job Description

As a Sr. Specialist, CX Strategy, you will own all aspects of the customer journey - identifying pain points, and driving solutions that improve customer outcomes. You’ll own specific CX programs end-to-end, from problem definition through execution and optimisation.

This role is hands-on. It requires strong analytical skills, the ability to turn data into clear insights, clear communication skills and the ability to work cross-functionally to execute projects end-to-end.

  • Strategy and Insights
  • Develop and execute a long-term CX vision and roadmap that articulates how exceptional CX should be delivered and measured
  • Leverage CX data to uncover customer pain points using cohort analysis, funnel diagnostics, and segmentation
  • Build clear success metrics upfront for each initiative and run robust pre/post impact assessments
  • Identify opportunities for predictive models (churn risk, reorder probability, voucher redemption likelihood) and work with data science teams to validate and apply
  • Program ownership
  • Take full ownership of assigned CX programs - define the problem, design the solution, run pilots, roll out at scale, and iterate
  • Ensure programs drive measurable customer and business value
  • Continuously optimise programs through structured testing and feedback loops
  • Anticipate risks, track performance rigorously, and adjust course quickly when results do not meet expectations
  • Document program playbooks so they can be repeated and scaled across markets
  • Communication
  • Share program updates in a structured, proactive way with leadership and markets
  • Present insights and recommendations persuasively to senior stakeholders when required; Good slide-making (clear narratives, not necessarily beautiful decks)
  • Capture learnings from each program and circulate them as best practices to raise the bar across the CX function
  • Stakeholder management
  • Work with Product, Tech, Ops, and Market teams to secure alignment on priorities and unblock execution
  • Provide the right data and context to help product and tech teams make decisions
  • Escalate blockers and hold stakeholders accountable, but focus primarily on enabling execution rather than leading alignment discussions

Qualifications

  • 5+ years of experience in working in management consulting OR high-growth start-ups across similar industries in customer experience, analytics, program management, or strategy roles
  • Strong analytical skills; Proficiency in SQL & Excel
  • High degree of ownership
  • Experience running programs end-to-end with clear, measurable outcomes
  • Ability to communicate complex analysis simply and persuasively
  • Detail orientation and accountability for impact

Additional Information

As part of the talabat team:

  • You have the opportunity to be based in our specially designed collaborative work space in City Walk.
  • You will also experience exciting opportunities for professional and personal growth and recognition.
  • Monthly talabat credit to spend in the app, however you want
  • Parental leave
  • Working with the team, building the fastest-growing, largest and most valuable network of online food ordering services.
  • Our colleagues at talabat come from every corner of the globe, working in diverse, cross-cultural teams.
  • Enjoy fresh fruits, cereals, beverages, tea, and discounts at our Everyday Roastery cafe next door
  • Take a break in our wellbeing room, music room or take in the views of the Dubai Downtown Skyline on our roof terrace!
  • Sponsored healthcare and gym membership

Requirements:

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...